Refund policy

Returns & Exchanges – Changed Your Mind?

We hope you are delighted with your purchase. However, we understand that occasionally an item may not be quite right, and we want to make arranging a return as straightforward as possible.

If you change your mind about an order placed through our website, please let us know within 14 days of receiving your goods. You will then have a further 14 days to return the items to us.

You may inspect an item in the same way that you reasonably could in a shop. Returned goods should be kept in good condition and, where possible, returned with their original packaging, labels and accessories.

Please do not wear or use an item if you may wish to return it. If an item has been worn, damaged or handled beyond what is reasonably necessary to establish its nature, characteristics and suitability, we may reduce the refund to reflect any resulting loss in value.

Pierced Earrings

Pierced earrings include studs, hooks, drops, hoops, creoles, threaders and any other earring designed to pass through a pierced ear.

For hygiene reasons, pierced earrings must not be inserted into or worn through a piercing if you may wish to return them. They may be visually inspected, but wearing earrings through a piercing goes beyond the level of inspection normally permitted in a shop.

If pierced earrings have been worn, handled in a way that affects their condition, or returned with signs of use, they may no longer be suitable for resale. In these circumstances, we may make an appropriate deduction from the refund to reflect their reduced value. Where their resale value has been reduced entirely, this deduction may be up to the full purchase price.

This does not affect your rights where earrings are faulty, damaged or incorrectly supplied.

Return Postage and Original Delivery Charges

Unless an item is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning it to us.

Where an eligible online order is cancelled in full, we will refund the price paid for the returned goods together with the cost of our least expensive standard delivery option. If you selected a more expensive, enhanced or express delivery service, the additional delivery cost is non-refundable.

If only part of an order is returned, the original delivery charge will not normally be refunded.

Exchanges are subject to availability. If the requested replacement is unavailable, we will issue a refund instead.

Faulty, Damaged or Incorrect Items

We take care when preparing every order, but if an item arrives faulty, damaged or incorrect, please contact us as soon as possible and quote your order number. If possible, please include photographs of the item and its packaging, as these may help us resolve the matter more quickly.

If goods are faulty, not as described or otherwise fail to meet your statutory rights, you may be entitled to reject them and receive a refund within the first 30 days after delivery.

After the first 30 days, your rights may include a repair or replacement. If a repair or replacement is unavailable, unsuccessful, cannot be provided within a reasonable time or would cause significant inconvenience, you may be entitled to a price reduction or refund.

Where an item is confirmed as faulty, damaged or incorrectly supplied, we will provide suitable return instructions and reimburse reasonable return postage costs where applicable.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

How to Arrange a Return

Please contact us so that we can identify your order and help your return proceed smoothly:

Please include your order number and let us know whether you are requesting a refund, exchange or assistance with a faulty item. You do not need to telephone us to exercise your statutory right to cancel; a clear written statement, including an email, is sufficient.

Please package the goods securely and include a copy of your sales order or invoice. If you no longer have this, please include a note containing:

  • Your full name
  • Your postal address
  • Your email address
  • Your order number or date of purchase
  • Whether you are requesting a refund or exchange

Please send returns to:

The Jewellery Stop
44 Poplar Road
Kings Heath
Birmingham
B14 7AD
United Kingdom

We recommend obtaining proof of postage and using a suitable tracked or insured service where appropriate. Until the return reaches us, the goods and their condition remain your responsibility.

Refunds

Once your return has been received and checked, we will email you to confirm that it has arrived and let you know the outcome.

Approved refunds will be made to the original payment method without undue delay and no later than 14 days after we receive the returned goods, or after you provide evidence that they have been sent back, where applicable.

We normally process approved refunds within 3–4 working days. Your bank, card provider or payment service may then take a further 3–5 working days to show the refund on your statement.

Repairs, Replacements & Exchanges

Where a repair, replacement or exchange has been agreed, we will process it as quickly as reasonably possible and without causing unnecessary inconvenience.

Some repairs may take up to 28 days, depending on the item, availability of components and the work required. We will keep you informed if additional time is needed.

Purchases Made in Our Shop

The statutory right to cancel within 14 days applies to eligible distance purchases, including orders placed through our website. It does not generally apply simply because a customer changes their mind about an item purchased in person from our shop.

For shop purchases, any discretionary exchange or return will be subject to the terms explained at the time of purchase. Your statutory rights regarding faulty, damaged or incorrectly described goods remain unaffected.

Need Any Help?

If you have any questions about a return, exchange, faulty item or refund, please contact us. We will be happy to help and will always aim to resolve matters fairly, clearly and as quickly as possible.

Nothing in this policy affects your statutory consumer rights.